Dispatch Phone Procedure

Proper business phone etiquette is a critical part of delivering outstanding dispatch service. Adhering to this protocol should improve driver and customer satisfaction., reduce escalations, and ensure that the Dispatch Manager/Dispatcher are presenting Xpress Cargo in the best possible manner. Tone of voice over the phone is more impactful that words used. It makes up over 86% of your communication, and will either make or break our company's reputation with that customer and can build a strong relationship with drivers.

Guidance

• Be prepared before the conversation begins (Load pick-ups, delivery, case counts, weights, times, locations, ETAs, etc.).
   

• It is vital to answer the phone within 2 rings!

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• Your job is to be focused on your drivers' needs, first. Make sure that you are not having a conversation or making any loud noises (i.e. chewing gum, etc.) when you answer the phone. Throughout the phone call with your driver, abstain from having outside conversations with co-workers or doing anything that would let the driver believe that you are distracted, unsympathetic to their situation.
   

• Smile, speak with energy, and in a professionals manner while talking this will convey positivity in your communication with your driver.

• Greet the caller saying, "Good morning* this is YOUR NAME, how may I assist you?" *Use the time of day morning, afternoon, evening with your greeting.

• Use the driver's name in the conversation where it's appropriate. If you do not know with whom you are speaking; inquire "Whom am I speaking with please?"

• Listen; do not interrupt the person. Repeat information back, to confirm its accuracy.

• Be courteous use: Please, Thank You, Sir, Ma'am when needed.

• Take notes of the conversation (key information: Whom, What, When, Where, Why, etc.).

Whom - Who is the driver you are talking with?

What - What load/information are you discussing?

When - Time, Date.

Where - Location of driver, etc.

Why - Reason for call, update, clarification, and problem.

• Do not put the driver on mute or hold without asking permission. "I'm sorry, may I place you on hold or mute, while I do __________________, Thank you."

• If the driver is on hold more than a 1 minute, come back to them, let them know you are still working on their needs. When you come back to the phone thank them for holding.

• If you must transfer the caller to another department or person, let the person know who and where you are transferring them to.

• Do not forget to return calls as promised.

• Always get the best number (or alternate number), and the best time to have a call returned, especially if a manager or another team member must return the call.

• Ending the call: Thank the driver for their time/help/or for calling. Whichever is appropriate.

Click on the link below to learn how to use the Mitel 6940 phone.
Mitel Learn Now!

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A Quick Learning Playlist: 6940 Phone: MiVoice Connect

This playlist contains single action videos on common operations

for the 6940 IP Phone for MiVoice Connect.

This includes:
- Answering a Call
- Placing a Call
- Transferring a Call
- Ad-Hoc Conferencing
and much more!